SAP Knowledge Base Article - Preview

2664984 - Reuse of old interaction records to document new customer interaction

Symptom

  • After configuration of automatic linking of inbound e-mail to an interaction record, the current interaction record view is grayed out in the IC E-Mail editor view after interacting with the e-mail in the agent inbox
  • A new interaction record gets created although the inbound e-mail is already linked to an interaction record
  • New transactions are linked to a new interaction record although agent is already editing an old interaction record. 


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Environment

  • SAP Customer Relationship Management 7.0
  • SAP enhancement packages for SAP CRM 

Product

SAP Customer Relationship Management 2007 ; SAP Customer Relationship Management 7.0 ; SAP Customer Relationship Management 7.0 on SAP enhancement package 1 for SAP NetWeaver 7.0 ; SAP enhancement package 2 for SAP CRM 7.0, version for SAP HANA ; SAP enhancement package for SAP CRM all versions

Keywords

KBA , CRM-IC-EMS-RUL , Rule Modeling , CRM-IC-INR , Interaction Record , Problem

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